amerk

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Nope, sent a ticket as requested, was told we'd only get a response when it was resolved, but no ETA on when it will be resolved.
 

felsenstern

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Nope, sent a ticket as requested, was told we'd only get a response when it was resolved, but no ETA on when it will be resolved.

Why would we have to sent a ticket again?
 

Andar

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Why would we have to sent a ticket again?

If your case haven't been solved automatically, someone from Degica has to check your details (invoice numbers etc) against the list that had already been processed
 

Deceius

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This is sad. I was just saving up for the member+ but...


*sniff*
 

ShadowFox

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I know I got an invoice for member+ on 18/1/2016 but can't remember if I let it lapse or if I paid it.


I can't seem to find the invoice number, though there is an order number. But not sure if that is it or not... and I can't find it on paypal.
 

Engr. Adiktuzmiko

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Any updates on the refunds? 
 

RocketKnight

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  Didn't receive the refunds
 

Schlangan

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I just received my refund. I did the support request a while ago, I don't remember exactly when, but it took a few weeks. However, with this I can confirm that the refunds are properly made after a request :)


Thanks for the hard working staff :D
 

GibzFGC

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Just got my refund also, thanks to the staff for sorting this out.
 

Engr. Adiktuzmiko

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got the refund. thanks!
 

beenbaba

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Got my refund also. Thanks! :D
 

Matombo

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got mine too thx u guys rock
 

txtk

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I got mine, too. Thank you Degica and the staff.
 
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Allerka

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Still waiting as well, guess it's time for yet another ticket.
 

Drakator

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the issue here is they don't reply to the ticket even saying don't worry or whatever. but if it's for buying stuff i get a reply max 48 hrs after. i'm not saying they don't refund us only that a automatic reply with a eta would be nice. Keep up the good work!
 

Allerka

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Five days later, not even an automated response. An entire business week, nothing.


Not impressed here.  :distrust:
 

Guardcraft Games

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yeah I've still yet to receive anything either, sent my ticket in at least 2-3 weeks ago  :(
 

Lunarea

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The majority of our team is currently at PAX - including pretty much everyone that normally handles things like processing refunds. The entirety of our team has been prepping for PAX for the past few weeks, as well, adding hours of behind-the-scenes work to our schedules. To my knowledge, no tickets have been ignored during this time, but the response times have been different -- 72+ hours compared to the usual 48 hours and some tickets are delayed until PAX is over.


The support system does not do automated e-mails, both because it can't guarantee that the ticket made it into our system or that a support representative is able to take a look at it quickly. And sending a manual reply to a ticket before being able to tackle it seems both dismissive and annoying to customers.


Normally, I take the extra time to look up all the cases where someone posted or sent me a PM to ask about their ticket, but I've had a lot of things to handle this past week. Hopefully things will go back to normal after PAX, but I figured I'd say something about it because being quiet seems to make people think we're ignoring them (when this is far from being the case).
 

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